See how the landscape of customer experience is being altered forever, as touchpoints continue to drive shifts in distribution, feedback and marketing channel control. In this whitepaper, you'll learn how making your touchpoints stronger, faster and smarter today will mean increased profits and stronger market positions tomorrow. (Plus 7 specific steps any company can take to improve customer experience today.)

The Games industry is growing at break-neck speed, surpassing growth rates of the
Entertainment industry as a whole. Many Games industry players are joining the race to win-over
the coveted online games audience. Developing new games that not only draw in audiences,
but also keep them engaged is an on-going challenge. Recently we solicited feedback from
more than 150 Akamai global games customers to gain industry insights into the challenges and
opportunities their faced with each day. We would like to share their responses with you.

To select the best payroll provider possible, who better to ask than your peers? With more than 400,000 reviews from real software users, the G2 Crowd business software review platform will help you confidently make the right choice.
The G2 Crowd payroll report compares how providers rank in terms of customer satisfaction, specific features, industries, and more. To help you evaluate your payroll options, get this FREE copy of the G2 Crowd payroll report (a $599 value).
This exclusive research includes:
· Detailed profiles of 27 payroll providers
· Ranking based on customer feedback
· Assessment of implementation, integration, support, and ease of use
· Actionable insights to help you decide

Marketers’ social media successes have added to their burdens. Many now have dozens of social pages to manage, thousands of customer comments to monitor, and hundreds of colleagues who want (or need) to participate. Social relationship platform vendors off er tools that help marketers efficiently and responsibly expand their social capabilities.

HP Business Services Management (BSM), which includes HP Network Management Center, HP Systems Management, and HP Application Performance Management, is a comprehensive performance management solution designed to enable IT organizations to manage a diversity of in-house and cloud based services at a lower cost to the business. HP commissioned Dimensional Research to interview customers who have deployed HP BSM solutions to obtain detailed feedback on the real world benefits provided by these solutions. Dimensional Research conducted 26 in-depth interviews with HP customers as well as researched documented case studies. This report summarizes those findings.

What this case study reveals is that, with the right leadership, it is possible to turn a company around and make it far more responsive and relevant to its customers, and as a result deliver growth and profits.
The upshot of D+M's cultural and business transformation has been a return to growth and profitability. The entire enterprise has played its part, which is why the annual Chairman's Award has recognized individuals who have lived the winning cultural values and achieved excellence in performance. Winners have included factory workers and services people. The firm also continues to innovate with HEOS WMS capabilities extending to the other brands. Customer experience continues to be an area of deep cross-functional focus, and feedback from customers provides a clear indication that the customer experience throughout their buying and ownership journeys is rated highly.

Digital technology has completely
changed how we discover products, engage with brands and share our
experiences with others. Amazon revolutionized customer feedback
and product reviews. Social media transformed the way people share
word-of-mouth recommendations, connecting shoppers to off-the-cuff
opinions, compelling visual content and real-life experiences from peers
and influencers they follow and admire. Sure, TV, radio and print ads are
still part of the mix but they hardly carry the same weight as they did in
years passed. This statistic speaks volumes: 92% of consumers trust
peer recommendations over branded advertising. With the advent of
social media and digital technology, brands have a powerful new tool
at their disposal that brings word-of-mouth to the masses: usergenerated
content (UGC).

The way in which consumers communicate is evolving; they are rapidly adopting communities, web self-service and social media for both personal and business interactions. Customer support organizations must adapt their strategies in order to provide effective online tools to engage with the customer on the customer's terms.

Having effective agents and happy customers can increase customer retention and the bottom line. New research by analyst firm Ovum and LogMeIn shows that the metrics associated with measuring the success of the customer service and support desk are changing. And it is essential for organizations to invest in the infrastructure that will prepare them for future success.

DevOps (short for development and operations), like most
new approaches, is only a buzzword for many people.
Everyone talks about it, but not everyone knows what it is.
In broad terms, DevOps is an approach based on lean and agile
principles in which business owners and the development, operations,
and quality assurance departments collaborate to deliver
software in a continuous manner that enables the business to
more quickly seize market opportunities and reduce the time
to include customer feedback. Indeed, enterprise applications are
so diverse and composed of multiple technologies, databases,
end-user devices, and so on, that only a DevOps approach will be
successful when dealing with these complexities. Opinions differ
on how to use it, however.
Some people say that DevOps is for practitioners only; others say
that it revolves around the cloud. IBM takes a broad and holistic
view and sees DevOps as a business-driven software delivery
approach — an approach that takes a new or en

1.Meet the new consumer
The migration to mobile and social media will challenge — and change — everything we know about consumer marketing.
2. Who owns your brand?
Brand equity can no longer be bought. Online reviews now generate total market transparency for location-based businesses. Reviews tilt the balance of branding power away from companies and into the hands of customers.
3. The battle for brick-and-mortar customers is won or lost on the social web. To win, marketers must actively enlist customers as online advocates. Those who scale online review volume and quality will be rewarded with higher search visibility and more business at street level.
4. “Dark data” provides priceless operational insights
Vast amounts of unstructured, unmined sentiment data on social media provides feedback about the customer experience that you can filter using thematic analysis and use to improve operations at the national or location level.
5. Business implications
Online reputation stands betwee

Finding a new way to convert visitors into buyers
is always a top priority for any company.
According to research, the average conversion
rate on desktop across the globe hovered around
4% in Q4 2016. And in Q1 2017, statistics from
SaleCycle claim the average rate of shopping
cart abandonment sat at 75.6%!
So how can we keep customers hooked and
ensure your business generates more revenue?
In this guide, you’ll learn how to:
• Easily turn browsers into buyers
• Leverage your social proof for increased sales
• Use customer feedback to shape a great
customer experience

When you can anticipate customer needs, you can provide a customer experience that reduces frustration, increases satisfaction and creates better business results.
Genesys Altocloud uses live analytics, powered by machine learning, to give you real-time insight into the customer experience. You can anticipate customer behavior, personalize journeys and use feedback to continuously tune your analytics to achieve desired business outcomes.
Download the white paper and learn how to make better use of your analytics:
• Automate responses that optimize the journey
• identify and engage with customers before they contact you
• Use predictive analytics and machine learning to drive outcomes

Want to know how Business Intelligence products vary in categories such as scalability, reliability, technical support, value for price paid, integrity, and whether the vendor is recommended?
Read this report to get:
• A side-by-side comparison of 28 BI tools
• Ratings across 33 metrics for each vendor
• Real customer feedback on performance

The past year ushered in some big changes for Online Reputation
Management (ORM) — and the practice has become indispensable for any
location-based enterprise.
In 2017, review sources proliferated, consumers became more savvy about the validity of online
reviews, and the position of Chief Experience Officer started to gain traction among locationbased
organizations. ORM and SEO became increasingly intertwined as Google refined its search
algorithms with a strong emphasis on reviews and star ratings.
This year, expect to see these four trends move to the forefront:
1) Google will extend its dominance in online review volume and consumer exposure, eclipsing all
other specialty sites.
2) SEO will be reinvented as user-generated reviews weigh more heavily in search rankings.
3) The voice of the customer will no longer be siloed across disconnected categories.
4) Consumer feedback from reviews and social media will drive operational improvements.

Since the 1990s, the customer relationship management (CRM) concept has been embraced by the business world as a way to forge, maintain, and improve bonds with customers. Previously, many companies focused mainly on gathering consumer data for their own use. However, once businesses began to understand the value of allowing customers to dialog about their needs, they began implementing more systems that invited customer feedback.

Innovative travel companies have established competitive advantage by focusing on their customers. The ability to tie together customer feedback with actual site experiences will take your optimization efforts to the next level.

Powering the ecosystem with the Collaboration Workspace, a branded online community, helps SAP continue its tradition of industry leadership and customer value. Watch this on-demand webcast to get strategies and advice for your own social media initiatives.

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